Repeat repairs in social housing: stop fixing the symptom
What counts as a repeat repair?
Agree a simple definition, for example the same fault at the same property, or the same component, within a chosen number of weeks. Without a definition, repeats stay invisible inside the job list.
Why repairs repeat
| Reason | Example |
|---|---|
| Diagnosis | The visit fixed what was reported, not what was wrong |
| Parts and materials | Unsuitable or poor-quality parts |
| Workmanship | Incomplete or incorrect repair |
| Design or defect | An underlying defect in the property or component |
| Access and communication | Missed appointments, unclear descriptions, partial visits |
| Closure and follow-up | Jobs closed without checking that the fix worked |
Find the pattern
- Group repeat jobs by property, component, trade and contractor.
- Look for the same fault across a block or an estate, which suggests a common cause.
- Rank by number of visits and cost, then start with the top few.
Set a trigger
Decide when a repeat becomes an investigation, for example on the third visit for the same fault. Apply it consistently so that the work does not depend on who notices.
Worked example (illustrative)
| Step | Answer |
|---|---|
| Problem | Heating failed again at the same property within a month. |
| Why 1 | The boiler locked out. |
| Why 2 | System pressure kept dropping. |
| Why 3 | A small leak on the heating circuit had not been found. |
| Why 4 | Earlier visits topped up the pressure but did not look for the leak. |
| Root cause | The visit process had no step to find why pressure was low. |
Actions: find and repair the leak, add a leak check to the visit checklist for low pressure, and review repeat jobs at a regular meeting.
Close the loop and measure
- Give each action an owner and a due date.
- Follow up after a few weeks to confirm the fault has not returned.
- Track the repeat visit rate, jobs fixed first time and the cost of repeat visits.
Frequently asked questions
What is a repeat repair?
A repair for the same fault at the same property or component within a set period. Define the period so that it can be measured.
How can root cause analysis reduce repeat repairs?
It finds why the first fix did not hold, for example a wrong diagnosis, a defect, or no follow-up, so the cause can be removed and the job does not return.
Describe the failure or add a photo or file, and RapidRCA builds the 5 Whys, fishbone, actions and report, using the ROOTS method.
Start an RCA
Last updated 14 October 2026. These guides explain a method and give examples. Always follow your equipment manufacturer's manual, your site procedures and applicable regulations.